The situation
Thousands of distributors asking predictable questions — NAV, brokerage statements, transaction status — turning the servicing team into a lookup service. Brokerage disputes eroded partner trust. RM time was lost to internal system-hopping: three screens to answer one question, and the answer still arrived a day late.
What we built
Distributor lifecycle and servicing — on Zoho with a partner self-service portal giving distributors direct access to their data
Cited-answer agent — across distributor, brokerage and transaction data — so a servicing executive or RM answers from one place, with every answer cited to its source record
Self-service portal — the reason distributors log in: brokerage statements, transaction status, scheme information — without calling
Permission inheritance — per RM territory, so every user sees only what they should
Method
Industry
AMC / Mutual Funds
What was measured
Self-service adoption, query volume, resolution time, brokerage disputes
Governance
Permission inheritance per RM territory; every answer cited to source record